23andMe Return & Refund Policy

Except as detailed below or as required by applicable law, payments for kits and/or services (including upgrades) are non-refundable and there are no refunds or credits for partially used kits and/or services. 

Premium Membership Service. There are no refunds or credits for partially used Premium membership periods. If you cancel a membership service, you will continue to have access to the membership service until the end of the applicable membership period. Deleting your data will automatically terminate any of your active Premium subscription membership(s). Upon termination, you will lose access to your membership(s) immediately, and you will not be refunded or credited for partially used membership periods. However, you will not be charged any future renewal payments for the terminated membership.

Please see below for additional return and refund details and/or restrictions for specific products or services.

Help Center FAQs: Refunds, Returns, Restrictions and Exclusions

• Unused Personal Genetic Service Test Kits

  • Requesting a Refund for Unused Personal Genetic Service Test Kits
    • To request a refund for an unused Personal Genetic Service test kit or unused Chip Upgrade purchased directly from 23andMe, you must notify us within thirty (30) days of placing your order in 23andMe’s online store and confirm that you have not yet shipped your saliva sample to our laboratory. We must also receive your unused genetic test kit within thirty (30) days of your request for refund.
    • Genetic test kits purchased at a conference or event are non-refundable, unless otherwise stated at the point of sale.  
    • For genetic test kits purchased from an authorized third party retailer, please consult the retailer’s refund policy to determine if your kit is eligible to receive a refund. The cost of the genetic test kit can only be refunded by the retailer from which you purchased the genetic test kit, and is subject to the retailer’s return and/or refund policy. 

• Refund Form, Processing and Restrictions

  • Refund Form: 
    • If you want to request a genetic test kit refund on your entire order, complete our online form.
    • If you are interested in refunding part of a multiple kit order or have any other refund questions, contact Customer Care.
  • Processing and Restrictions: 
    • Any refunds provided under this policy will be issued to the payment method used for the purchase. 
    • In the event 23andMe approves a refund request, we will refund the balance of the total purchase price after subtracting any applicable shipping and processing charges or any applicable taxes.
    • If the purchasing payment method cannot be automatically refunded, a reward email will be sent giving the option to redeem a refund in the form of an e-gift card from a selection of brands available in your region.
    • If a purchase of two or more kits qualified the applicable  order for a discount and you request a refund on part of the order or if a sample fails analysis twice, the discounted kit price will be refunded first.

• Right to Withdraw

  • You have the statutory right to withdraw from a Premium subscription within 14 calendar days of purchase and receive a full refund, with no reason required. 
  • To exercise your right to withdraw, customers can cancel and request a refund directly through the account settings. Refunds will be issued to the original payment method.
  • If you are unable to request this within your account, please contact Customer Care for further assistance.